Jun 03, 2026 - Jun 23, 2026
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Customer service in the emergency communications center (ECC) goes far beyond courtesy. It is a critical component of public safety, trust, and effective outcomes. This course explores how ECC professionals can deliver calm, professional, and compassionate service while operating in high-stress, high-stakes environments. Participants will examine how every interaction, whether with callers, field responders, or partner agencies, shapes public perception and directly impacts an agency’s success.
Through practical examples and reflective activities, learners will strengthen communication skills, identify common barriers to effective service, and evaluate how customer service principles align with ECC policies and performance standards. The course emphasizes real-world application, helping ECC staff balance empathy, efficiency, and accountability while maintaining professionalism under pressure.
Topics include:
- Customer Service in the emergency communications center (ECC)
- Customer Service, Public Trust, and ECC Operations
- Communication: Mastering Skills and Overcoming Obstacles
- Evaluating Customer Service
Perfect for a one-day pre-conference or post-conference course
CDEs Earned: 8
Recertification Requirements: None
Tuition: Payable in U.S. Funds
| Options |
Term |
Tuition |
| |
Non-Member |
Member * |
| Co-Host |
1 day |
$280 |
$230 |
| Online |
3 weeks |
$335 |
$285 |
| Virtual |
1 day |
$355 |
$305 |
| Contract |
1 day |
Contact us for pricing |
Contact us for pricing |
* You must be a current Associate, Full or Commercial member to receive member discounts on all courses. Online members receive member discounts on online courses only.
**
Virtual Classroom Requirements and Expectations
Late fee $25 (applied 10 days prior to course start date)
Tuition includes a comprehensive course manual and all certification fees.
Additional shipping fees may apply for international shipments.
Tuition for live courses does not include travel, lodging, meals or other costs. Online class tuition does not include web access fees or other local internet/web-related costs. Successful students will earn APCO Institute certification.